Highwinds Freshdesk – effortless omnichannel service

So we are talking about…Highwinds Freshdesk…you can use freshdesk for customer support so let’s start first of all you’re gon na begin your free trial on freshdesk.com and over here you’re gon na put in your information and sign up for totally free as soon as you sign up you’re gon na begin and that will fill your basic dashboard so when you’re getting started with freshdesk as you can see on the left side it will establish your account so over here and customize your help desk you can verify your e-mail and listed below that you can see you can include your language whatever type of language you desire on your website alter the color of your logo so as you can see i’m gon na go with a pink and listed below that you can likewise change your menu color so i’m also gon na make that pink i guess or i need to make that black yeah and so you can upgrade those and next you’re gon na pick your assistance channel so how you can be called by means of phone email social networks chat or forms and below that you can add your client assistance e-mail so if somebody is going to be calling you you can set that e-mail over here and next up you can invite somebody to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our dashboard reveals our

 

unresolved tickets past due tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the trends so if the tickets are selling out better or worse it’s going to show you a great trend and listed below that you have your client complete satisfaction and you can see the portion of negative responses or favorable reactions even neutral responses and the total reactions that you have actually gotten on the ideal side you’re gon na have your to-do list so something that you need to add to your order of business you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na move on to tickets you can arrange your tickets over here so let’s just say let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are appointed to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out according to your needs and next up listed below that you have your basic contact and business so you can view those whichever way that you have actually called individuals you can see their e-mail addresses uh their company titles their telephone number facebook twitter whatever kind of account details that you have about them listed below that you have your options tab so your option tab is a basic kind of information tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is sort of miscellaneous you will discover it in your services tab and listed below the services tab you have your analytics and reports reports are the standard general introduction of how many tickets you might have sold what is the ticket volume pattern you can see over here you can get an assistance desk in-depth ticket analysis and you can likewise view your ticket volume trends so you can Highwinds Freshdesk

see on the ideal side you have your today’s ticket inside so the number of tickets you might have offered or two what is the increase or reduce in these sales you can see getting 7 tickets increase the volume by 99 and below that you have your basic administrative settings your group channels workflow agent performance assistance operation and your general account settings over here you can see the development or the details of a specific staff member or a group member and listed below that you can see your different channels of interaction you can also view your workflow and what type of development you have actually made what turning points that you have reached and how much productivity each representative has you can view that from over here going back into tickets i’m going to reveal you how you can resolve a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a specific category what sort of ticket this is you can alter its status you can set its concern and you can also set what kind of query it is so what type of concern it is you can likewise designate a particular agent to this inquiry so you can just add a note generally respond

 

tto this person and now i’m going to simply tell them i will be resolving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to reply to the consumer so it’s automatically going to key in hi matt rogers that’s the client name this is jane doe what might be the concern with your product i’m just going to send out that and now i have replied to this consumer you can also delete your reactions within 10 seconds so if you make a mistake you can delete them within a couple of seconds and retype your emails so if you’re a service that’s running this ticketing service and you have a comparable kind of action you need to offer to each of your consumers again and again you’re going to enter into the solutions tab and over here you can see there is the classifications you have general beginning with us orders and refunds information presents and coupons and realities and concerns so in fact in questions you can see over here there is some draft design templates that are already offered and let’s see for how long will shipment take that’s a concern that is typically asked you can simply release this draft and then return to ticketing i’m simply gon na as a sample just choose this ticket certainly the concern is different but i’m just choosing this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re replying to a consumer on the bottom left you can see suggested solutions and canned types so you’re going to click recommended options and you can see different short articles that are a pre-written answer to a client question and you can just insert that pre-written info into your action and send it without having to

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retype the very same type of answers again and again so this is an extremely easy formula for your agents to follow so they can easily react to e-mails so another great feature that freshdesk actually provides is producing groups so if you click groups in the admin area you can produce various groups for different functions so if a ticket and a concern is connected to billing you can designate a group member so over here i’ve assigned myself in this group which person might define their function and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group area you can likewise designate various tickets to different groups and once you have actually done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the customer escalations where consumers may have raised a particular circumstance and yeah this is how you can get started with your online ticketing utilizing freshdesk.com i hope you men found this easy to understand and valuable and i’ll catch you men in the next video Highwinds Freshdesk